Escalations Specialist (Complaints)

Tembo; Greater London; Hybrid; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Hybrid work model

Office London Bridge

Job summary

Tembo is seeking a customer-focused Escalations Specialist to own complex issues between Customer Support and Complaints. You’ll become a subject-matter expert on Tembo’s ISA/LISA savings products, investigate root causes, and drive resolutions with cross-functional teams in a fast-growing fintech.

Office-based London Bridge with hybrid work and a focus on continuous improvement, customer outcomes, and learning from every resolved case to inform product and process enhancements.

Qualifications

• Experience within fintech, banking or regulated financial services.
• Expert knowledge of ISA and LISA products, including transfers, withdrawals, subscriptions and savings journeys.
• Strong understanding of ISA regulations and operational processes.
• Experience handling escalated customer issues, complaints or complex investigations.

Responsibilities

• Take ownership of complex customer issues that require deeper investigation, specialist knowledge and cross-functional collaboration.
• Become a subject matter expert across Tembo's savings products and processes.
• Investigate issues, identify root causes and drive resolutions.
• Work closely with Customer Support, Complaints, Operations, Finance Operations, Product, Tech and Compliance teams.
• Identify trends, challenge existing processes and help improve customer journeys, operational efficiency and customer outcomes.
• Contribute ideas to improve how we support customers.

Skills

Fintech experience

ISA/LISA knowledge

Regulatory compliance

Escalation handling

Cross-functional collaboration

Effective communication

Attention to detail

Problem solving

Job description

Tembo is an award-winning savings and mortgage platform, helping people grow their money and get onto the property ladder faster. Our ISA offering is at the core of what we do.

With products like Cash ISAs and Lifetime ISAs, we make it simple for customers to maximise tax-free savings and build towards their goals with confidence. Designed to be competitive, flexible and easy to use, our savings products help customers make their money work harder.

Our savings and mortgage propositions work seamlessly together - supporting customers from their first pound saved through to home ownership and beyond. With rapid growth and ambitious plans for new products and innovation, we’re just getting started.

We’re rated 4.8* on Trustpilot, with every customer review celebrated and a relentless focus on keeping that standard as we scale.

We’re backed by leading investors including Goodwater Capital, Aviva, McPike Family Global Office, Ascension and Love Ventures, alongside purpose-led partners such as Fair by Design, Barrow Cadbury, Joseph Rowntree Foundation and Big Society Capital.

About the Role

We’re looking for a customer-first Escalations Specialist who thrives on solving complex problems and delivering fair, timely outcomes for customers.

You'll sit between our Customer Support and Complaints teams, taking ownership of complex customer issues that require deeper investigation, specialist knowledge and cross-functional collaboration.

You'll become a subject matter expert across Tembo's savings products and processes, using your knowledge of ISAs, transfers, withdrawals and savings operations to investigate issues, identify root causes and drive resolutions. You'll work closely with Customer Support, Complaints, Operations, Finance Operations, Product, Tech and Compliance teams to ensure customer concerns are resolved efficiently and lessons learned are fed back into the business.

With a strong focus on continuous improvement, you'll identify trends, challenge existing processes and help improve customer journeys, operational efficiency and customer outcomes. You'll also champion our values, contribute ideas to improve how we support customers and play a key role in maintaining the high standards our customers expect from Tembo.

Responsibilities

• Take ownership of complex customer issues that require deeper investigation, specialist knowledge and cross-functional collaboration.
• Become a subject matter expert across Tembo's savings products and processes.
• Investigate issues, identify root causes and drive resolutions.
• Work closely with Customer Support, Complaints, Operations, Finance Operations, Product, Tech and Compliance teams.
• Identify trends, challenge existing processes and help improve customer journeys, operational efficiency and customer outcomes.
• Contribute ideas to improve how we support customers.

Qualifications

• Experience within fintech, banking or regulated financial services.
• Expert knowledge of ISA and LISA products, including transfers, withdrawals, subscriptions and savings journeys.
• Strong understanding of ISA regulations and operational processes.
• Experience handling escalated customer issues, complaints or complex investigations.

Required Skills

• Excellent problem-solving and root cause analysis skills.
• Strong written and verbal communication skills, with the ability to explain complex issues clearly and confidently.
• High attention to detail and ability to make balanced decisions in a regulated environment.
• Comfortable working across multiple systems and tools in a fast-paced environment.
• Ability to build strong relationships and work collaboratively across Operations, Compliance, Finance Operations, Product and Tech teams.
• Passion for delivering exceptional customer outcomes and improving customer experiences.
• Comfortable thriving in a fast-paced, scaling start-up environment.

Pay range

Salary range: up to £30,000 (plus monthly commission upon passing probation)

Location: Hybrid, with an office in London Bridge (1 day per week in the office)

Equal Opportunity Statement

We are committed to diversity and inclusivity.

Our Values:

Find a way

We innovate relentlessly to help customers get onto the property ladder.

It’s all about the people

Customers, colleagues, and partners are at the heart of everything we do.

We move quickly, listen to feedback, and evolve constantly.